Service Quality Failures is a theoretical construct in service management that denotes the discrepancy between customers’ expectations of service performance and their actual perceptions of delivered service, specifically characterizing failures in meeting expected standards of reliability, responsiveness, assurance, empathy, and tangibles.
137
Publications
14.4K
Citations
322
Authors
207
Institutions
Publications per year
2017–2026
38
Parents
Publications
137
Zero defections: quality comes to services.
Frederick F. Reichheld, W. Earl Sasser · PubMed · 1990 · 5.3K citations
Comparing Service Delivery to What Might Have Been
Marcel Zeelenberg, Rik Pieters · Journal of Service Research · 1999 · 290 citations
Business, Marketing, Psychology +17
1–5 of 137
Authors
322
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3
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- BE
3
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- DM
2
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- LE
2
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2
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1–5 of 322
Institutions
207
Hong Kong Polytechnic University
Hong Kong, Hong Kong
5 h-index
9 publications
619 citations
Pennsylvania State University
State College, United States
4 h-index
6 publications
1.6K citations
Cornell University
Ithaca, United States
3 h-index
3 publications
132 citations
Karlstad University
Karlstad, Sweden
3 h-index
3 publications
427 citations
Chinese University of Hong Kong
Hong Kong, Hong Kong
3 h-index
4 publications
550 citations
Northern Illinois University
DeKalb, United States
3 h-index
4 publications
172 citations
University of Manchester
Manchester, United Kingdom
3 h-index
6 publications
492 citations
Nanyang Technological University
Singapore, Singapore
3 h-index
4 publications
392 citations
1–8 of 207
Venues
- Managing Service Quality
MSQ · 8 publications · 467 citations
8
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- Journal of Business Research
JBR · 6 publications · 1.2K citations
6
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- Journal of Services Marketing
6 publications · 607 citations
6
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- International Journal of Hospitality Management
6 publications · 420 citations
6
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- Journal of Travel & Tourism Marketing
JTTM · 3 publications · 192 citations
3
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1–5